Matt Fisher Email & Phone Number

Brussels Area, Belgium

Expert advice in business & government excellence programs, assessment program and model design

Brussels Area, Belgium

The Business Excellence Institute's mission is to help organizations and people achieve better results.

United Arab Emirates

Jury Member for the Sheikh Khalifa Excellence Award

Brussels Area, Belgium

Responsible for the development, promotion and delivery of EFQM's portfolio of products & services.

Part-time secondment to EFQM, providing support on strategy and product development and deployment.

Representing Ricoh on EFQM's Strategy Committee, reviewing performance and advising on future strategy and product development.

London, United Kingdom

Responsible for developing and deploying Business Excellence and Corporate Social Responsibility (CSR) strategies across Ricoh Europe's sales operations in Europe, Middle East and Africa. This includes EFQM internal & external assessment programmes, ISO9001 accreditation and perception studies of customers, employees and the wider community.

Responsible for managing the TQM Programme across the NRG Group, comparising of 14 operating units in 12 countries in EMEA. The includes managing the internal EFQM Self-Assessment process in all countries and providing training, support and consultancy for NRG Group companies in applications for recognition from the EFQM and their National Partner Organisations. Succeed in gaining 4* EFQM "Recognised for Excllence" for the entire NRG Group in December 2006.

Responsible for managing the provision of HR Business Information across the Centrica group. This includes standard monthly reports, ad-hoc requests and detailed analysis of data and trends for strategic and improvement projects. The roles includes responsibilities for measuring and improving the operational performance of the HR Services department, primarily using Six Sigma process analysis techniques. During this period, I was seconded to redesign and map all the end to end HR processes to ensure uniform service provision and adherence to HR policy across the group.

Responsible for promoting the concept of Business Excellence throughout the group, managing the Business Excellence Awards programme and promoting the use of the Business Excellence Matrix, a self assessment tool based on the EFQM Model. Also responsible for developing, monitoring and reporting consistent measures of customer service across the group, producing reports for the board. This involves visiting all customer facing sites, reviewing customer service delivery and recommending improvement actions. The Centrica Group includes the British Gas, AA and Goldfish brands.

Identify and implement improvements to customer service through root cause analysis of relevant operational data. Role involved managing a small team of assistant analysts & co-ordinating activities with the 8 regional offices. Developed and implemented National Quality Monitor, used to monitor the quality of work for all telephone and back office staff (approx. 5000) and the National Ideas Scheme. Savings achieved in 1997/ 98 exceeded £40 million.

Msc, Environmental Chemistry

Thesis in Photochemical Atmospheric Pollution

Bsc (Hons), Environmental Chemistry